📍 Job Overview

Job Title: Associate Technical Support Analyst
Company: CDK Global
Location: Remote, USA
Job Type: Full-Time
Category: Technical Support & Customer Service
Date Posted: 2025-06-11
Experience Level: Entry Level (0-2 years)
Remote Status: Remote Solely

🚀 Role Summary

Provide primary support to CDK Global's customers, addressing issues with their products and solutions.
Troubleshoot software application problems, guide clients through resolution, and document recurring technical issues.
Collaborate with the team, assist team members, and contribute to product quality programs and product development.

📝 Enhancement Note: This role requires strong problem-solving skills, excellent communication, and the ability to thrive in a fast-paced, competing priorities environment. Familiarity with the automotive industry and bilingual skills are preferred but not required.

💻 Primary Responsibilities

Customer Support: Receive inbound client/associate inquiries via phone, web chat, e-mail, and online ticket. Create case logs, record information, establish resolution time, follow up on issues, and escalate complex issues.
Troubleshooting: Assess issues, establish a course of action, and guide clients to timely resolution. Troubleshoot problems with malfunctioning software applications and recommend corrective action.
Documentation: Document customer information and recurring technical issues to support product quality programs and product development.
Training & Development: Attend training courses, stay abreast of evolving internal processes, and industry developments.
Teamwork: Work in a team environment, assist team members on various issues, and provide ad hoc support and duties as assigned.
Prioritization: Work in an environment with competing priorities, prioritizing duties effectively.

🎓 Skills & Qualifications

Education: A bachelor's degree is strongly preferred but not required. Relevant work experience may be considered in lieu of a degree.

Experience: 1 year of PC desktop support or technical support experience with client contact is preferred but not required.

Required Skills:

Cisco CCNA certification or 2 years of experience configuring network devices (routers, switches, Access Points)
Proficient PC skills, specifically in Windows and IOS environments
Knowledge and familiarity with mobile devices (Smartphones/iPads)
Ability to document, track, and monitor a problem/issue to a timely resolution
Strong problem-solving ability
Strong negotiation, verbal, and written communication skills along with prioritization of duties

Preferred Skills:

PC certifications (A+, MCDST, or MCST)
Experience using a ticketing system such as Clarify, Remedy, or Salesforce
Knowledge of Fortigate, zScaler, Wireshark, and other network technologies
Knowledge of Microsoft O/S and PC hardware, Microsoft Printing, Active X controls, and Mobile devices (Smartphones/iPads)
Automotive industry experience
Bilingual (French or Spanish)

📊 Web Portfolio & Project Requirements

Portfolio Essentials:

Demonstrate strong problem-solving skills and customer support experience through case studies or examples.
Showcase your ability to document and track issues, as well as your proficiency in PC and mobile device skills.
Highlight any experience with network devices, ticketing systems, or relevant certifications.

Technical Documentation:

Provide examples of well-documented case logs, issue resolution processes, and customer information.
Showcase your understanding of product quality programs and product development through relevant projects or initiatives.

💵 Compensation & Benefits

Salary Range: $26.00/Hour to $30.00/Hour

Benefits:

Medical, dental, and vision benefits
Paid Time Off (PTO)
401K Matching Program
Tuition Reimbursement

Working Hours: 40 hours per week, with flexibility for maintenance windows and project deadlines.

📝 Enhancement Note: CDK Global offers a competitive compensation package, including annual performance bonuses, benefits, and other applicable incentive compensation plans. The total compensation package may vary based on skills, experience, certifications, and work location.

🎯 Team & Company Context

Company Culture:

Industry: CDK Global is a leading provider of cloud-based software to dealerships and Original Equipment Manufacturers (OEMs) across automotive and related industries.
Company Size: Medium-sized company with a global presence.
Founded: 1972
Team Structure: The technical support team consists of analysts who collaborate to resolve customer issues, document recurring problems, and contribute to product development.
Development Methodology: CDK Global follows a structured approach to case resolution, policies, and escalation methodology. The company encourages continuous learning and staying abreast of industry developments.

Company Website: www.cdkglobal.com

📝 Enhancement Note: CDK Global values curiosity, ownership, openness, and creating possibilities. These values guide the company's approach to customer support, product development, and team collaboration.

📈 Career & Growth Analysis

Technical Support Career Level: This role is an entry-level position in the technical support field, focusing on customer issue resolution and documentation.

Reporting Structure: The Associate Technical Support Analyst reports directly to the Technical Support Manager.

Technical Impact: This role directly impacts CDK Global's customers by resolving their technical issues, ensuring high customer satisfaction, and contributing to product quality improvements.

Growth Opportunities:

Career Progression: With experience and proven performance, associates can advance to Senior Technical Support Analyst or other roles within CDK Global.
Technical Skill Development: Associates can develop their skills through on-the-job training, attending workshops, and obtaining relevant certifications.
Leadership Potential: As associates gain experience and demonstrate strong leadership skills, they may have the opportunity to take on team lead or management roles.

📝 Enhancement Note: CDK Global encourages internal mobility and offers opportunities for growth and development within the company. However, employees are expected to remain in the role for a minimum of 24 months before any internal movement outside of Customer Care is approved.

🌐 Work Environment

Office Type: Remote, with no physical office required.

Office Location(s): N/A (Remote position)

Workspace Context:

Remote Work: Associates will work remotely, using their own equipment or company-provided hardware.
Collaboration Tools: CDK Global uses collaboration tools to facilitate communication and teamwork among remote associates.
Work Schedule: Associates will maintain a consistent work schedule, with flexibility for maintenance windows and project deadlines.

Work Schedule: 40 hours per week, with flexibility for maintenance windows and project deadlines.

📝 Enhancement Note: CDK Global's remote work environment requires strong self-motivation, time management, and communication skills. Associates must be able to work independently and collaborate effectively with their team.

📄 Application & Technical Interview Process

Interview Process:

Phone Screen: A brief phone call to assess communication skills and basic technical knowledge.
Technical Assessment: A hands-on assessment to evaluate problem-solving skills, troubleshooting abilities, and familiarity with network devices and ticketing systems.
Behavioral Interview: A conversation-focused interview to assess cultural fit, communication skills, and adaptability.
Final Interview: A meeting with the hiring manager or a panel of team members to discuss the role, company culture, and answer any remaining questions.

Portfolio Review Tips:

Highlight case studies or examples demonstrating strong problem-solving skills, customer support experience, and documentation abilities.
Showcase any relevant certifications, experience with network devices, or familiarity with ticketing systems.

Technical Challenge Preparation:

Brush up on network device configuration, troubleshooting, and ticketing system navigation.
Practice problem-solving techniques and time management skills.
Familiarize yourself with CDK Global's products and services.

ATS Keywords:

Programming Languages: N/A (focus on network device configuration and troubleshooting)
Web Frameworks: N/A (focus on network device configuration and troubleshooting)
Server Technologies: Cisco, Fortigate, zScaler, Wireshark
Databases: N/A (focus on network device configuration and troubleshooting)
Tools: Ticketing systems (Clarify, Remedy, Salesforce), network device configuration tools
Methodologies: Case resolution process, policies, and escalation methodology
Soft Skills: Problem-solving, communication, negotiation, time management, adaptability
Industry Terms: Technical support, customer service, network devices, ticketing systems

📝 Enhancement Note: CDK Global values strong problem-solving skills, excellent communication, and the ability to thrive in a fast-paced, competing priorities environment. Familiarity with the automotive industry and bilingual skills are preferred but not required.

🛠 Technology Stack & Web Infrastructure

Network Device Configuration & Troubleshooting:

Cisco CCNA certification or 2 years of experience configuring network devices (routers, switches, Access Points)
Familiarity with Fortigate, zScaler, Wireshark, and other network technologies
Proficiency in PC skills, specifically in Windows and IOS environments
Knowledge and familiarity with mobile devices (Smartphones/iPads)

Ticketing Systems:

Experience using a ticketing system such as Clarify, Remedy, or Salesforce
Familiarity with case management, issue tracking, and resolution processes

Collaboration Tools:

Familiarity with remote collaboration tools, such as video conferencing and instant messaging platforms

👥 Team Culture & Values

CDK Global Values:

Stay Curious: Encourage continuous learning and staying abreast of industry developments.
Own It: Take ownership of your work, responsibilities, and personal growth.
Be Open: Foster open communication, collaboration, and a culture of inclusivity.
Create Possibilities: Innovate, problem-solve, and create opportunities for customers, team members, and the company.

Collaboration Style:

Cross-Functional Integration: Collaborate with various teams, such as product development, sales, and marketing, to resolve customer issues and improve products.
Code Review Culture: Leverage peer-to-peer learning and knowledge sharing to improve technical skills and customer support processes.
Knowledge Sharing: Encourage mentoring, training, and continuous learning opportunities to enhance team skills and expertise.

📝 Enhancement Note: CDK Global values curiosity, ownership, openness, and creating possibilities. These values guide the company's approach to customer support, product development, and team collaboration.

⚡ Challenges & Growth Opportunities

Technical Challenges:

Network Device Configuration: Troubleshoot and configure network devices, such as routers, switches, and Access Points, to resolve customer connectivity issues.
Ticketing System Navigation: Manage and prioritize customer tickets, ensuring timely resolution and accurate documentation.
Problem-Solving: Develop and refine problem-solving skills to address complex customer issues and maintain high customer satisfaction.
Adaptability: Stay current with industry developments, product updates, and evolving customer needs to provide effective support.

Learning & Development Opportunities:

Technical Skill Advancement: Enhance your technical skills through on-the-job training, workshops, and relevant certifications.
Conference Attendance & Certification: Attend industry conferences, obtain relevant certifications, and engage with professional networks to expand your knowledge and expertise.
Technical Mentorship: Seek guidance from experienced team members, managers, or external mentors to develop your skills and advance your career.

📝 Enhancement Note: CDK Global encourages continuous learning and staying abreast of industry developments. Associates are encouraged to seek out training opportunities, certifications, and mentorship to enhance their skills and advance their careers.

💡 Interview Preparation

Technical Questions:

Network Device Configuration: Describe your experience configuring and troubleshooting network devices, such as routers, switches, and Access Points. Provide specific examples of issues you've resolved and the tools you've used.
Ticketing System Navigation: Walk through your process for managing and prioritizing customer tickets in a ticketing system. Discuss how you ensure timely resolution and accurate documentation.
Problem-Solving: Present a complex customer issue you've faced and explain your approach to resolving it. Describe the steps you took, the tools you used, and the outcome.

Company & Culture Questions:

CDK Global Values: Explain how you embody CDK Global's values (Stay Curious, Own It, Be Open, Create Possibilities) in your daily work and how they guide your approach to customer support and team collaboration.
Customer Support Methodology: Describe your experience with case resolution processes, policies, and escalation methodologies. Explain how you apply these principles to ensure high customer satisfaction.
Teamwork & Collaboration: Discuss your experience working in a team environment and how you contribute to a positive, collaborative culture. Provide specific examples of how you've supported your teammates and resolved conflicts.

Portfolio Presentation Strategy:

Case Study Walkthrough: Present a case study or example demonstrating your problem-solving skills, customer support experience, and documentation abilities. Walk the interviewer through your approach to resolving the issue, the tools you used, and the outcome.
Technical Deep Dive: Choose a specific technical aspect of the role, such as network device configuration or ticketing system navigation, and provide a detailed explanation of your expertise and experience in that area.
Customer Impact: Highlight the impact you've made on customer satisfaction, product quality, or process improvement through your technical support work.

📝 Enhancement Note: CDK Global values strong problem-solving skills, excellent communication, and the ability to thrive in a fast-paced, competing priorities environment. Familiarity with the automotive industry and bilingual skills are preferred but not required.

📌 Application Steps

To apply for this Associate Technical Support Analyst position:

Submit Your Application: Click on the application link and complete the online application form.
Prepare Your Portfolio: Highlight case studies or examples demonstrating your problem-solving skills, customer support experience, and documentation abilities. Ensure your portfolio is well-organized, easy to navigate, and showcases your technical expertise.
Optimize Your Resume: Tailor your resume to the specific requirements of this role, emphasizing your relevant experience, skills, and certifications. Include any relevant projects, case studies, or achievements that demonstrate your qualifications.
Prepare for Technical Interview: Brush up on your network device configuration, troubleshooting, and ticketing system navigation skills. Practice problem-solving techniques, time management, and communication skills. Familiarize yourself with CDK Global's products and services.
Research the Company: Learn about CDK Global's history, values, and industry presence. Understand their approach to customer support, product development, and team collaboration. Prepare questions to ask the interviewer about the role, company culture, and growth opportunities.

⚠️ Important Notice: This enhanced job description includes AI-generated insights and web development/server administration industry-standard assumptions. All details should be verified directly with the hiring organization before making application decisions.

Associate Technical Support Analyst